Monday, 15 May 2017

Your Rights If You Aren't Getting The Broadband Speeds

Remember life without the internet? No, me neither. We’ve got so used to broadband, mobile phones and new technology, that the world of land lines and dial-up connections seems so far away.

But as we’ve become more reliant on broadband services, problems have emerged. Over 17,000 people have contacted Resolver about broadband in the last couple of years.

Complaints range from dodgy connections to service failures, with MIA engineers and rubbish customer service high on the list too.

There are some positives. It’s just been announced that broadband providers will be forced to advertise the speeds that at least half their customers actually receive .

At the moment, they can get away with promoting the speed that only the top 10% get – which is hugely misleading. And regulator OFCOM is consulting on introducing automatic compensation for delayed repairs and missed appointments.

But most of the people I speak to just want what they’ve paid for. So if you aren’t getting the service you signed up for, here’s what to do.

Slow broadband - what you can do about it

Do a speed test. There’s loads of free apps that you can download that will allow you to check the actual speed of your broadband connection. You can find a selection on Money Saving Expert’s guide. Take a screenshot each time you check.

Ask for options. Speak to your provider (send them a tweet or get in touch online to jump the queue), you could ask for something to boost the speed, get a reduction in your payments – or they may even have a fix.

Take it higher. Still not happy? Resolver can help you make a complaint, but it pays to set out your argument in simple terms.

If you want out of the contract, provide proof of the poor service and the efforts you’ve made to sort it out. Broadband speed isn’t guaranteed, but you can argue that you’re not getting the service you paid for it it’s constantly disrupted.